Service Delivery Management
Manage client satisfaction and team efficiency by ensuring all business and IT metrics are addressed appropriately. Identify, manage and mitigate risks to ensure successful delivery of managed services working closely with various vendors and contractor groups. Achieve customer service objectives by contributing CSI and recommendations to strategic plans and reviews; identifying customer service trends; determining system improvements; implementing change. Hold on-going meetings with technical teams, refines processes and monitors and manages key performance metrics. Analyze escalated incidents, including tier 2 & tier 3 incidents. Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes. Ensure services provided meet or exceeds the established standards of quality including reliability, usability and performance Non-Essential Duties: Other duties as assigned. Conduct skip level meetings to ensure the team is motivated. be a liaison between parent and client organization. Play a role of dispatcher as and when needed. Must have: Minimum of 12+ years of experience. 3+ yearsâ€™ experience leading complex projects in the subject area of expertise. 4 years or more experience in IT Service Delivery management 4 years or more of technical support experience and 3 or more years of Quality Assurance experience Service Desk, Knowledge Management, and BMC Remedy/ ServiceNow Experience or equivalent IT Service Management toolsets experience ITIL v3 intermediate (SO/ST/CSI) (MUST) Must have ability and be empowered to improve service delivery and participate in improving project offerings Customer service and support and a working knowledge of IT security concepts and best practices. Ability to perform all functional duties independently. Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
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